Contact information

Contact Policy for Worms Downunder

At Worms Downunder, we value open communication and aim to provide prompt, helpful responses to all customer inquiries. This Contact Policy outlines how you can reach us, our response times, and what to expect when contacting us.

  1. Contact Methods
    You can reach us through the following channels:

    • Email: admin@wormsdownunder.com (for general inquiries, orders, and returns).
    • Phone: 07 3195 6969 (for urgent issues or live product concerns). Available during business hours.
    • Website Form: Use the “Contact Us” form on our website for non-urgent questions.
    • Social Media: Message us via our official Instagram account (@Wormsdownunder) for quick updates or promotions, but for detailed support, please use email or phone.

    For time-sensitive issues, such as live worm deliveries, we recommend calling or emailing as your primary contact methods.

  2. Business Hours
    Our customer service team is available:

    • Monday to Friday: 7:30AM - 4PM AEST.
    • We are closed on weekends and public holidays. However, you can still leave a message, and we will respond on the next business day.

  3. Response Times

    • Emails: We aim to respond within 24 hours during business days. For urgent matters sent outside business hours, we’ll reply on the next business day.
    • Phone: If you call during business hours, we’ll answer or return your call within the same day. Voicemails left outside business hours will be addressed on the next business day.
    • Website Forms and Social Media: Responses will be provided within 48 hours.

  4. Urgent Inquiries
    If you have an urgent issue (e.g., live worms arriving in poor condition, delayed shipments), please call 07 3195 6969 or email admin@wormsdownunder.com immediately. If you contact us outside business hours, leave a detailed message, and we’ll prioritise your inquiry on the next business day. 

  5. Communication Guidelines
    We strive to maintain a respectful and professional environment. Please ensure all communications are polite and clear. We reserve the right to end interactions that are abusive, harassing, or inappropriate. All customer inquiries and personal information are treated confidentially and will not be shared with third parties except as required by law or to fulfill your order.

  6. Privacy and Data Use
    Any contact information you provide (e.g., email, phone number) will be used solely to respond to your inquiry, process your order, or send updates about your purchase. For more details on how we handle your data, please refer to our Privacy Policy.

  7. Escalation Process
    If your issue isn’t resolved to your satisfaction, please request to speak with a manager by emailing tom@wormsdownunder.com. If further assistance is needed, we can direct you to relevant consumer protection agencies, such as the Australian Competition and Consumer Commission (ACCC).

We reserve the right to update this Contact Policy at any time. By contacting us, you agree to these terms.